Millennials Inc

Not only is this a great book on a hot topic, but Lisa included several folks (including Me) from the Employee Engagement Network who contributed some of the content from David Zinger's A-Z of Employee Engagement e-book.

Lisa says: "All of you were clearly listed, along with your contact info... I think you will be pleased with how each of you were represented (in) the book!"

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Serving customers is one of the most challenging jobs out there. You need to be a good listener, an effective communicator, a calm conflict mediator, and an analytical problem solver all rolled into one. You must be very organized and have infinite patience. Plus you need to wear a sunny disposition even on days when you don't feel like it.

Many have endeavored to capture the key ingredients in customer service, so I have decided to throw my hat into the ring as well.

I call my approach Customer Service With HEART:

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Continuing with some additional tips for members of a Board and the executive team that want to have a positive impact on the culture of their organization, here are some ideas for the next phase of the process.

4. Use your Imagination - The poet once said "Nothing happens unless first a dream." Leaders, What is your dream for the culture of your organization? Imagine it at its best. What are the values? What are the actions? What are the outcomes?

5. Gather the System - With a nod to Marv Weisbord who gave us the maxim "Get the whole system in the room," leaders should extend an invitation to all the members of their organization, as well as all key stakeholders, to join in the process started in point # 4. Get everyone's imaginations activated.

Get people into groups. Equip each group with flipcharts, markers, and facilitators. Give them the "green light" to unfetter their thinking about how great the organization can be.